1. Runs initial diagnostic
1.1. Fault detected
1.1.1. Customer/CSR can self resolve
1.1.1.1. Resolution workflow
1.1.1.2. Contact Centre Calls Customer
1.1.2. Customer/CSR cannot self resolve
1.1.2.1. Customer signs in to My Telecom
1.1.2.1.1. Customer logs incident
1.1.2.2. Customer registers with My Telecom
1.1.2.2.1. Customer logs incident
1.1.2.3. CSR escalates
1.2. Fault not detected
1.2.1. Self resolution options
1.2.2. Escalate to CSR if in IVR workflow
2. Self resolution options
2.1. Resolves issue
2.2. Issue not resolved
2.2.1. Customer decides to escalate issue
2.2.1.1. Customer signs into My Telecom or is linked to My Telecom
2.2.2. Customer attempts another option
3. Customer logs incident
3.1. Run initial diagnostic
3.1.1. Customer reviews fault details
3.1.1.1. Customer selects preferred communication method
3.1.1.1.1. Opts for email
3.1.1.1.2. Opts for call back
4. Trigger for CSR to review incident
5. Resolution Workflow
5.1. Present workflow step
5.1.1. Customer completes workflow step
5.1.1.1. Run diagnostic to confirm fix
5.1.1.1.1. Fixed
5.1.1.1.2. Not fixed
6. Chorus referral
6.1. Customer schedules time
6.1.1. Customer provides contact details
7. Customer signs into My Telecom or is linked to My Telecom
7.1. Customer logs incident
7.2. Reviews incident
7.2.1. Action required?
7.2.1.1. Yes
7.2.1.1.1. Customer performs action
7.2.1.1.2. Chorus referral
7.2.1.2. No
7.2.1.2.1. Customer exits My Telecom
8. Customer identifies issue
8.1. Searches online for help
8.1.1. Locates Telecom 'Help & Support'
8.1.1.1. Live chat
8.1.1.2. Calls Contact Centre
8.1.1.3. Browses RN content
8.1.1.4. Customer signs into My Telecom
9. Trigger for customer to review incident
9.1. Customer receives notification that action is required
9.1.1. Customer linked to My Telecom
9.2. Customer reviews incident
9.2.1. Customer signs into My Telecom
10. Live chat
10.1. Runs initial diagnostic
10.1.1. Chorus referral
10.1.2. Resolution workflow